INTRODUCTION

BigPay Malaysia Sdn Bhd (“BigPay”, “we” or “us”) is committed to ensuring that all transactions performed online is secure, safe and confidential. We have made it a point to reinforce our systems with safeguards to preserve a secure environment for you to carry out your transactions and now wish to provide you with safety precautions that are practical, effective and in certain instances obligatory for online and overseas usage of your card.

We treat the security of your account with utmost priority and to this end, we use a variety of security measures to make sure that your account is secure. However, it is your responsibility to ensure that your account is kept safe from unauthorized access and attempts to use it for fraudulent purposes at all times. You must ensure that you do not share access of your account with any person other than yourself and keep your login details safe. It is your responsibility to keep your account secure and be responsible for transactions carried out using your account. You should never conduct any transactions on behalf of any third parties or allow any other individual to conduct a transaction on your behalf. You should never use the BigPay App or submit any transactions on a ‘jailbroken’, ‘rooted’ or otherwise modified device. In addition, you must only download or use the BigPay App on mobile devices installed with the latest and most secured operating system(s) available for the mobile device.  If you find or suspect any unauthorized use of your account or any other security breach, you must notify us immediately using any of the contact methods provided so that we can take all the necessary steps to prevent further unauthorized use.

 

We also regularly monitor the apps distribution platforms and will report fake mobile applications to the app distribution platforms for their further action to prevent such fake mobile applications from being made available for download by users. We also monitor sources identifying fake/phishing websites and will take the necessary action to report the same to the appropriate parties (overseeing or hosting these sites) for the same to be taken down in order to safeguard users from falling prey to scams or fraud sites guising as BigPay’s official website.

 

In any event, you can always validate the authenticity of BigPay’s mobile app through Apple’s App Store and Google’s Play Store, as the mobile application is signed by the BigPay developer account. Notwithstanding, you must only download the BigPay app from either Apple’s App Store or Google’s Play Store. You must not download the BigPay app from any other app sites, websites or app forums as they will most probably be fake or phishing sites which we do not authorize or approve to publish the BigPay app.

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PROTECT YOURSELF

In addition to our security measures you also play an important role in safeguarding your transactions made through your computer and mobile devices. We recommend that you do the things as listed below:-

1. Install anti-virus and anti-malware
Protect your devices from virus and malware by installing anti-virus and anti-malware software. To maximise your protection, update them regularly to make sure you always have the latest virus definition.

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2. Avoid rooting or jailbreaking your mobile devices
It is not advisable to use a rooted or jailbroken device as they are more vulnerable to fraudulent attacks. A rooted or jailbroken device has minimal security, making it easier for a fraudster to gain access to your personal details and other information stored or transmitted through your device.

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3. Install a personal firewall
Firewall software and/or hardware helps provide a protective shield between your computer/mobile devices and the Internet. This barrier can help prevent unauthorised people gaining access to your computer/mobile devices, reading information from it or placing viruses on it while you are connected to the Internet.

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4. Install anti-spyware software
Spyware is a general term for hidden programs on your computer/mobile devices that track what you are doing on your computer/mobile devices. Spyware is often bundled together with file sharing, email virus checking or browser accelerator programs, and is installed on your computer/mobile devices without your knowledge to intercept information about you and your computer/mobile devices. The type of information gathered can include personal Internet usage, and in some instances, confidential data such as passwords. You can download and run a specialist program designed to help identify and remove threats from spyware. Like an anti-virus program, it also needs to be regularly updated in order to recognise the latest threats.

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5. Keep your browser and operating system up-to-date
From time to time security weaknesses or bugs are found in browsers and operating systems. Usually 'Service Packs' are issued by the software company to make sure these are fixed as quickly as possible. You should make regular checks on your software vendor's website and apply any new security patches as soon as possible to ensure you have the most updated security features available.

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6. Avoid running programs or opening email attachments from any source you do not know or trust
You should not install software or download any files from websites (e.g. programmes, games, and screensavers) that you aren't completely sure about. We also recommend that you scan all email attachments for viruses and avoid opening any from people or organisations that you do not know or trust. However, some viruses may forward infected emails to everyone in an address book, therefore you can also get an infected attachment from someone you know. If you are not sure what is in the attachment, do not open it.

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7. Be cautious when using public or shared computers/networks
If you access your accounts using a computer in a cyber café, a library or your workplace, try to ensure the computer has the latest antivirus, firewall, antispyware and browser software installed. Although Wi-Fi is a convenient way for you to access the Internet, it is not advisable and we caution you against accessing your account via public Wi-Fi connection especially in public places like airports, hotels or shopping malls.

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8. Be proactive
You should regularly be kept informed of your accounts by checking all transaction alerts in a timely manner and to check account balances on a regular basis to detect any unauthorised transaction, error or discrepancy and to report the same to BigPay in the event any unauthorised transaction, error or discrepancy is detected.

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TYPES OF THREAT

Protect yourself from becoming a victim of online fraud. Listed here are the four major types of threat: -

1. Computer Viruses
Computer viruses are malicious software which are also known as malware that infect computer devices and perform harmful activities. It can be viruses, Trojans and spyware to “PC Optimization” programs that harm your devices, interfering with the system's operations, corrupting data, logging user's keystrokes and stealing private information.

2. Phishing Scam
“Phishing” is a type of identity theft where criminals blast emails to mass audience purportedly from BigPay  in their malicious attempt to bait user into fake websites. It usually comes with a link that the user can click on which will direct the unsuspecting victim to a fake website and the user will be asked to disclose confidential or financial information, passwords, and credit card numbers along with highly confidential information. More often than not, the emails may imply a sense of urgency or serious consequences should the user did not respond to it. For example, it could be worded in such a manner that if no action is taken, the account will be suspended.

3. Phone Scam
This comes in the form of the phony disguises as a BigPay staff, Bank Negara Malaysia or someone you can trust who calls you. The victim is usually informed of some irregularities with the account in question and action needed to be taken immediately. Usually the user will be “alerted” of “missing money” or that the user's account has been compromised by possible scams by the phony. To rectify user’s losses or to prevent the “scams”, the phony will instruct the user to perform a online transaction to a third-party account.

4. SMS Scam
These are fraudulent SMS sent to user victims informing them that they have won a cash prize or requiring them to call a given number to confirm on a transaction involving the user's credit card or account information. To claim the prize, the victim is told to transfer a certain amount of money to a third party account or open an internet banking account at the ATM. The victim is tricked into divulging the registered User ID and Password to the fraudster. Having done as instructed, the victim has unknowingly given the fraudster access to their banking account. 
 

What should you do?

• Do not click on adware or suspicious URL sent through SMS/Messaging services.

• Do not use public Wi-Fi networks that are suspicious for online transactions.

• Do not save your login details on a public computer.

• Do not respond to suspicious emails or SMS content from suspicious links or unsolicited senders seeking personal or confidential information.

• Do not respond to a request seeking for you to validate or verify your personal and confidential information.

• Do not respond to any SMS or call from an unknown person asking details of any transaction.

• Do not respond to any call from a person claiming to be from Bank Negara Malaysia. Their officers will never call to ask you about an online transaction.

• Clear your cache (information stored in your computer or mobile application memory) each time you log out.

• Change your password frequently. If you think your password has been compromised, contact us to reset your password.

• Avoid downloading free programs. These may incorporate hacker-friendly software.

• Install anti-virus or anti-malware software.

• Refrain from rooting or jailbreaking your mobile devices as this could compromise its security features.

 

Take note that on principle, we would NEVER ask you to validate personal or confidential information via e-mail. If for some reason you have entered sensitive information after clicking on a link or if you suspect that you’ve been a victim of fraud, please contact us immediately.

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​CARD FRAUD PREVENTION TIPS

1. Receiving Card

• ALWAYS check that the card received is under your name and the sealed package is not compromised. Immediately contact BigPay if the card is not yours or if the seal has been tampered with.

• SIGN on the signature panel at the back of your card immediately, using non-erasable ballpoint pen.

• REMEMBER to thoroughly destroy your expired / unusable card by cutting it in half across the magnetic stripe and/or chip.

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​​2. Managing Card

• KEEP your card in a secured place and ensure that it is in your possession at all times.

• DO NOT leave your card unattended even in the privacy of your home / office.

• TRY not to leave your card in your vehicle when you are at public places to avoid theft or it being switched with another invalid card. However, if this is unavoidable, once returned to your vehicle;

  • Check for any sign of vehicle being broken into and/or;

  • Ensure the card is not missing and/or

  • Ensure the card is yours and does not belong to someone else.

• TRY to carry your card separately from your wallet / purse.

• DO NOT carry cards that are not needed.

• NEVER lend your card or allow others to use your card. (CARDS ARE NOT TRANSFERABLE!)

• KEEP a record of your card numbers, expiration dates and the contact number / address of each bank in a secure place.

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​3. Managing PIN & Personal Details

• DO memorize your PIN and destroy the slip immediately.

• Immediately go to the ATM and change your PIN, while ensuring no one is observing.

• DO NOT create PIN that is sequential, repetitive and obvious (such as date of birth, identity card number, etc.)

• DO NOT write your PIN on your card, anywhere near it or unsecured places.

• NEVER disclose your PIN (or username, password, security questions/answers, etc) to others.

• AVOID using the same PIN for every card.

• CHANGE your PIN periodically for precaution.

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4. Retail Usage

• ENSURE your card is always within your sight while making a transaction.

• CHECK all purchase details on sales receipt before signing it. Draw a line through blank space above the total or circle the purchase amount.

• DO NOT sign a blank receipt.

• ALWAYS mark void on an incorrect receipt and destroy it before you sign a new one and ENSURE the merchant also voids that specific transaction through the card machine as well.

• ENSURE that it is your card and not someone else's that is returned to you immediately after the purchase transaction.

• ALWAYS keep your receipt for future reference.

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​​5. Online Usage

• NEVER provide your card details on website that is unsecured or unreliable.

• NEVER provide your card details online unless you are making a purchase.

• AVOID using public computers to make online purchase. If you do, please remember to log off and quit browser after you have finished.

• AVOID using the same username and password for everything.

• ALWAYS print or save the confirmation page and receipt of your purchase.

• PROTECT your card CVV (Card Verification Value) / CVC (Card Verification Code). CVV/CVC is a three-digit security code that is placed on the back of your card. Most online, phone, or mail-order purchases requires you to give this code before the transaction goes through, so make sure to keep it confidential.

• REGISTER for the 3D-secure service for extra security. (Note: Registration for our 3D-Secure service is COMPULSORY to enable online transactions)

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​​6. Managing Statements & Related Documents

• CHECK your card statement promptly and report immediately on any transactions that you do not recognize or did not authorize.

• SHRED any document with your card number and details stated on them before discarding.

• KEEP BigPay updated with your latest contact number and/or email address to allow BigPay to perform verification of unusual or suspicious transactions. Notify BigPay on your change of mailing address too.

• OPT for paperless statement via email. Besides helping to reduce the use of paper, it ensures hardcopies of your card information do no fall into the hands of the unscrupulous.

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​​7. Scams

• NEVER respond to email, website or phone inquiry is that request you to provide your card details or ask you to go to a website to verify card or personal details. These are called “Phishing ” scams.

• DO NOT provide your card details over the phone unless you have validated the company or individual you are speaking with.

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8. Compromise of account

Where you have notified us, or we reasonably believe that your account has been compromised, we may stop, block or suspend your access to and use of your account and/or any services provided by us. We also have the right to disable or change any user name or password (if possible), whether chosen by you or provided by us to ensure the security of the account, in our sole discretion. Note that any act or omission of BigPay in relation to any steps to be taken as set out above does not make BigPay liable to you for any loss or damage arising from the result of your failure to keep your account secure and notifying us of the same.

 

If you believe that a transaction was made without your authorization, you must contact us immediately. We will conduct an investigation and may provide refunds of unauthorized transactions unless:

• you have acted fraudulently;

• you have intentionally or negligently compromised the security of your account or failed to keep the details you use to access the account secure; or

• where not allowed under the  Cardholder Agreement or the Remittance Terms & Conditions.

 

If our investigations result in any special circumstances deviating from the above and affect the outcome of your liability and/or eligibility for a refund, we will notify you. Note that we have no responsibility towards you for any loss caused by unauthorized access prior to you notifying us. A charge may also be applied for any refund request if the unauthorised use, loss, theft or misuse of the account was caused by your error, carelessness or negligence.

 

In cases where we have reason to believe that you have acted fraudulently, we may decide not to allow any refund to you, investigate the circumstances further or even forward the matter to law enforcement authorities, including Bank Negara Malaysia. If an investigation (whether by us or the authorities) results in a finding of fraud by you, we may charge you for costs incurred by us in carrying out such investigation and further deduct these monies from your account.

 

 

CUSTOMER OBLIGATIONS FOR ONLINE AND OVERSEAS CARD USAGE TO PREVENT UNAUTHORISED TRANSACTIONS

We shall at all times and to the best of our ability, endeavour to ensure that all online and overseas card usage and transactions which are made on the mobile application or website of BigPay are secure. We employ in our authentication process the use of individual security devices and distinct pass codes including but not limited to usernames, PINs and passwords. These will act as a key to access your relevant account.

To ensure the integrity of these pass codes and security devices, you are under an obligation to maintain its confidentiality by not sharing it or making it accessible to any other person and to take all reasonable endeavours to maintain its security which may include, memorising the usernames, PINs and passwords, changing your password regularly and signing of before visiting any other Internet sites.

In the event of a security breach of any pass codes, loss of your security device, loss of your card, the occurrence of any unauthorized transactions that you have become aware of or ay unauthorised transactions having transpired as a result of a lost, stolen or misused security device or pass code, you are under a mandatory obligation to report any of the incidences aforementioned to BigPay as soon as reasonably practicable.

When performing online transaction(s) you should ensure the trustworthiness of the respective website before you input your card details on to the respective website and for overseas transaction(s) before your card is swiped at the debit card terminal of any vendor, you are to ensure that no external devices are attached to the terminal in order to prevent your card from being cloned by theft of your magnetic strip that contains your card information.

In the event you fail to carry out the mandatory obligation to report to BigPay as soon as reasonably practicable, BigPay will block and prevent any further transactions being carried out on your card. In which case you shall be liable for the amount in monetary value transacted for such unauthorised transaction deemed as a fraudulent or a disputed transaction. Notwithstanding this proviso, BigPay shall have the sole discretion to determine your liability in the event of the occurrence of an unauthorised transaction for online and overseas card usage.

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